Airline customer satisfaction and loyalty: impact of in-flight service quality

Myungsook An () and Yonghwi Noh ()

Service Business, 2009, vol. 3, issue 3, 293-307

Abstract: The purpose of this study was to investigate the impact of the in-flight service quality on airline customer satisfaction and loyalty. This study analyzed the data from passengers of two classes: prestige (business) and economy. The results suggest that there are different factors of in-flight service quality that are important according to the customer seat class. In the case of the prestige class, there were six service quality factors of importance: alcoholic and non-alcoholic beverage, responsiveness and empathy, reliability, assurance, presentation style of food, and food quality; while the economy class showed five important service quality factors: responsiveness and empathy, food quality, alcoholic beverage, non-alcoholic beverage, and reliability. These findings imply that airline companies’ in-flight service should have different delivery strategies based on the customer seat class. Copyright Springer-Verlag 2009

Keywords: Service quality; Customer satisfaction; Customer loyalty; Airline companies; In-flight service (search for similar items in EconPapers)
Date: 2009
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Citations: View citations in EconPapers (48)

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DOI: 10.1007/s11628-009-0068-4

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